Resume of Business Analyst, IT Specialist

Title
Business Analyst, IT Specialist

Primary Skills
Project Planning, Change Management,system and functional requirements, support model document, System testing design

Location
Canada-AB-Edmonton (will consider relocating)

Posted
Dec-22-07

SKILLS

-Project Planning, Change Management
-User, system and functional requirements, design document and support model document
-System testing design

SOFTWARE SKILLS

-Platform: Windows Professional 2000/XP/2003, Windows Server 2000/2003,Novell 6.0, Linux
-Software development: Visual.NET, Visual Basic 6.0, VBScript, PHP, ASP, Java
-Database: Oracle,MSSQL,MySQL
-CRM: Siebel Contact Center 7.8, Siebel Analytics 7.7
-Contact Center Solutions: Qfiniti 3.1, Genesys
-Other: Commvault Galaxy, Veritas NetBackup, Netcrunch, Openview Network Node Manager, IPStor, VPN Nortel Contivity. Crystal Report, Ghost 8.5, VMWare


WORK HISTORY

Yellow Page Group (YPG), Montreal, Quebec -- Calgary, Alberta Nov 2004-Present
Business Analyst-Technical Manager

-Work with the business to develop and analytics strategy for Call Center Business Management by using Siebel Analytics 7.7.
-Work with data architect to develop a global data architecture and data warehousing strategy.
-Coordinate the activities of the implementation for Calgary call Center outbound solutions involved Genesys CTI technology, Siebel CRM 7.8 and Qfiniti.
-Develop and execute test cases, provide application training
-Responsible for the day-to-day of Call Center operations.

CGI Group Inc., Montreal, Quebec
Worked on different client mandates

* Client: Yellow Page Group (YPG) Inc., Nuns Island, QC Mar 1998- Oct 2004
IT Senior Consultant -- Operations Manager
-Responsible for the day-to-day and long-term operations and infrastructure analysis of the IT department. Led and participated in different projects:

-Workstation normalization (XP) and software packaging by using Zenworks and SMS 2003 technology.
-Upgrade to Novell 6.0 and implementation of Zenworks;
-Data migration to the SAN environment;
Implemented new backup strategy by using the VTL technology, including the data protection such as mirroring and snapshot on the SAN environment.

* Client: Caisse Desjardins., Montréal, QC
Infrastructure Analyst
Review business needs and develop technical solutions to improve the services to the clients. Observe network conditions and make recommendations for network/service connection parameter corrections and enhancements. Led and coordinated different projects for CGI and its clients.

* Client: Memotec Communications Inc., St-Laurent, QC
System Analyst
-Day to day technology support for PC, server (Windows, Novell) and network issues;
-Developed a Web-based report system for support call center. All the data is feed through an ERP system calls Metrix; The Web report was created with Crystal Report 8.0;
-Developed and implemented of CRM application for sales department with PHP and MySQL.

* Progiware Technology, Paris, France
Client mandate: Hoechst Marion Roussel (HMR) , Romainville, France Aug 1994-Feb 1998

IT Consultant
Reviewed, analyzed, and evaluated business systems and users needs. Developed, published, and implemented test plans. Defined and tracked software releases, enhancements and software defects. Application inventory. Coordinated implementation of Desktop Administrator 4.0 ( Symantec) for software/hardware inventory in order to migrate workstations (600) to Windows NT 4.0

Certifications
EDUCATION

MIS Degree, University of Quebec In Montreal (UQAM) 2002
C.N.A (Certified Novell Administrator), 1997
MIS College Diploma, Collège de Maisonneuve, 1987



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